AccountId: 011433970860
ContactId: 9708df2b-b1c8-45fd-8c66-3b8276fba584
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234559 ms
Total Talk Time (AGENT): 93240 ms
Total Talk Time (CUSTOMER): 84000 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/9708df2b-b1c8-45fd-8c66-3b8276fba584_20250121T17:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I wonder if you could tell me if the policy is still in force.
[AGENT][NEUTRAL] Yes sir, I can let you know if the policy is still active. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] This is [PII] for [PII] Post [PII].
[AGENT][NEUTRAL] OK, and then what is the policy number, sir?
[CUSTOMER][NEUTRAL] 76822227
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK sir, is Miss [PII] available for me to be able to verify that it's OK to discuss the policy with you, sir?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] G like
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hold on, here she is.
[AGENT][POSITIVE] Yes sir, thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII]. Hi Miss [PII], this is [PII]. I'm with APL. Hi, um, I just needed to verify some information with you. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Yes, this is [PII].
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Alright, um, you're breaking up really, really bad. Can I give you my what?
[AGENT][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address?
[CUSTOMER][NEUTRAL] OK, address now is [PII].
[AGENT][NEUTRAL] OK, and the phone number we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, this is my cell phone is all we have now. It's [PII]. It's mine.
[AGENT][POSITIVE] OK, thank you Miss [PII]. I appreciate that and then um your email address that we have on the policy for you please ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. I appreciate you verifying the information for me. Is it OK for me to be able to speak to Mr. [PII] about your policy?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Absolutely I'm gonna have the phone, but let me just tell you're breaking up really bad. I don't know if it's my phone or your phone.
[CUSTOMER][NEUTRAL] But it's the weather probably.
[AGENT][NEUTRAL] Oh, I'm so
[CUSTOMER][NEUTRAL] No, that's OK. He may not can hear you real well because I'm hearing about every other word. OK, I hear you.
[AGENT][NEUTRAL] Yes ma'am, it's crazy.
[AGENT][NEUTRAL] I don't know, uh, well, I can give you the information if you would like. Hi, Mr. Post, this is [PII]. So, um, your question about the policy if it was active or not, the policy is no longer active.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK, that's all I needed.
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][POSITIVE] OK, thank you so much you guys, well thank you you guys have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.